IT System

About Us

Softinn is a hotel technology company.

Our mission is to make hotelier's work easier. We intend to achieve that through next-generation hotel management software and hotel kiosks

About the role

Working at Softinn as Technical Support Officer allows you to work on the B2B front. You will be responsible for providing exceptional technical support to our customers. This role requires strong problem-solving skills, excellent communication abilities, and a customer-centric approach.

Job Responsibility :

• Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat), and assist them in resolving technical issues related to our product.
• Build and maintain positive relationships with existing customers by understanding their needs and providing timely and accurate assistance.
• Escalate complex technical issues to appropriate teams within the company, such as the product or engineering teams, and follow up on resolutions to ensure customer satisfaction. Track and document support cases and their resolutions in a ticketing system.
• Develop a deep understanding of our SaaS products, their features, functionalities, and integrations. Stay up to date with product updates, new releases, and industry trends to effectively support customers and provide product-related guidance.
• Create and maintain design prototypes in Figma.
• Contribute to developing and maintaining a comprehensive knowledge base, FAQs, troubleshooting guides, and best practices to enable customers to find answers and self-serve whenever possible.
• Collaborate with the users and the product team to implement user-centered solutions.
• Act as a customer advocate within the company by gathering and providing feedback on product enhancements, usability improvements, and potential issues.
• Conduct product training for users.

Job Requirements :

Not Mandatory, but BONUS if :

Report to Work options :

You Should Join if :

You should NOT join if :

Employee Benefits :